Role Overview - The GBSG Product Support Specialist –
Standard Level supports customers by resolving moderate‑complexity product
issues, guiding them through workflows, troubleshooting common scenarios, and
assisting with operational or financial tasks. The role requires robust problem‑solving
capability, independent case handling, and proactive customer engagement.
Additionally, the specialist plays an important role in identifying product
adoption opportunities, supporting serve‑to‑sell actions, and ensuring
high-quality documentation and compliance across all customer interactions.

Key Responsibilities - This role focuses on
delivering effective customer support across multiple channels while ensuring
complete case ownership, product guidance, and opportunity identification.
Specialists independently manage customer issues, ensure accurate
documentation, and contribute to overall product adoption and customer
satisfaction.

Customer Interaction & Support
- Handle
customer interactions via voice, chat, and email
- Support
customers with product troubleshooting, workflow navigation,



installation,
and “how‑to” queries
- Diagnose
and resolve moderate‑complexity issues

Case Management
- Maintain
end‑to‑end ownership of customer cases
- Ensure
detailed and accurate documentation for every case

Opportunity Identification
- Identify
opportunities for feature adoption and product upgrades
- Support
serve‑to‑sell actions or pass high‑intent leads to sales teams

Quality, Compliance & Standards
- Ensure
adherence to QA, documentation, and process standards

Expectations from the Individual
- Handle
customer queries independently with minimal supervision
- Deliver
strong performance on KPIs (quality, CSAT, productivity)
- Actively
identify customer needs and enable sales opportunities
- Maintain
high‑quality and compliant case documentation

Requirements
Required Qualifications
- Bachelor’s
degree (Commerce or Finance preferred)
- 1–3
years of experience in product suppor

📌 Product Support Specialist (Bengaluru)
🏢 Embark Services
📍 Bengaluru